Orange 'Free' Broadband

montage

Paully232000 wrote: »

The deal that orange offered me for phone line etc was this, in order to keep the free broadband.

£11.50/month for 3 months rising to £14/month (just line rental)-18m contract.
£18.50/month for free off-peak calls/weekend calls.
£25/month for 24/7 free calls and 500 free mins to mobiles.

I just had a quick look and I am sure (my calculations may be wrong:-)), but this is more than I would pay BT, so the broadband is not technically free when compared to BT.

Edit: Just looked at my BT bill (should do this more often) and paying £14.60/month for line rental and for evening and weekend free calls.Cheeky fkers orange, free broadband staying my a***. :-)

........

Looks like you've been speaking to the monkeys... i suggest you escalate your call to a manager within the department. Those deals was the prices i was quoted when i first called.

The best i was offered was £10.75 line rental and broadband for 18 months. Then rising to £14.

Also dont BT offer £10.75 line rental as im sure you probably pay in advanced and anytime calls for £4.50?

montage

oaky72 wrote: »

I have an ofcom verbal complaint done weeks ago and now sitting with the orange exec office. At present getting nowhere with them re mis-selling.

ofcom advise you to log an email via orange website and when you do you get a response from orange saying they cannot deal with it at present (same for the past 6 weeks!). and to call in!

Even ofcom now have a 404 error when you try to email them a a further complaint via mis selling broadband and mobile links.

orange, ofcom and CISAS are all passing the buck and no one is interested in us consumers.

.......

Give em a couple more calls. I have been called back 3 times out of a promised 20 or so. Ostriches comes to mind.

rubyriley

rubyriley wrote: »

My reply from Ofcom..................

Our reference: 1-219144801

10 October 2012

Dear ME

Thank you for your email of 5 October 2012 in which you highlight concerns about Orange’s decision to alter the terms of its free broadband offer.

As you are aware from the information shown on the forum you’ve visited, Orange has advised us that the free broadband deal was only sold and marketed as part of the initial sign up process, and should not have been pushed as part of discussions around the renewal of mobile contracts. However, we have been interested to hear from consumers (like yourself) who have advised us that this was not the case, and we will raise this as part of our ongoing discussions with Orange.

In the meantime, as you feel you were mis-sold your mobile contract, you should follow Orange’s complaints procedure found on their website at: website help.orange.co.uk/orangeuk/support/personal/contacting_us. Hopefully you will be able to resolve your dispute by following this process, but if you exhaust this procedure and remain unhappy, or if your complaint has been ongoing for over 8 weeks, you may wish to discuss your concerns with Orange’s Alternative Dispute Resolution scheme, CISAS.

Whilst CISAS cannot prevent Orange from changing the terms of its broadband deal, they should be able to consider a complaint about your mobile contract being mis-sold. They are free and independent for residential and small business consumers, and service providers must abide by their decision. However, if you remain unhappy with the decision that is made, you are free to consider legal action. For information, CISAS can be contacted at:

CISAS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Phone: 020 7520 3827
Email: info@cisas.org.uk

My interpretation of this is that CISAS WILL consider the complaint on the grounds of my mobile contract being mis-sold rather than the argument that they can't get involved where it is a "business decision". Guess as CISAS deal with individual cases, as opposed to OFCOM, that I am expected to prove this; I can't use the argument that we were all mis-sold therefore I was. But how do we as individuals prove it, where the strength of the argument lies in numbers.

I can shop around to get the best broadband deal, even Orange may offer the best deal, but my point is that I'm going to be paying out more than I am currently (left with an expensive mobile contract that no longer includes broadband) and that I just want what I signed up for, for the whole period of the contract. I can try for legal redress but if I can't prove that I was mis-sold, then I'm not going to win!

rubyriley

And even doing a material detriment deal with Orange won't take into account my now expensive mobile deal. Having, with another mobile contract, just left O2 to take up different O2 mobile deal which even O2 themselves would not match, I now know that mobile companies do not always price match. So there's little hope of Orange conceding that their contract is no longer competitive, that somewhere in my £32 per month deal is a sum for broadband.

montage

rubyriley wrote: »

And even doing a material detriment deal with Orange won't take into account my now expensive mobile deal. Having, with another mobile contract, just left O2 to take up different O2 mobile deal which even O2 themselves would not match, I now know that mobile companies do not always price match. So there's little hope of Orange conceding that their contract is no longer competitive, that somewhere in my £32 per month deal is a sum for broadband.

...

Cost of Broadband, handset and if an existing customer how much revenue was or was not generated on your previous contract.

I think in all fairness the cost of contracts has stayed pretty static compared to last year, its just the minutes you get which has changed. Orange does unlimited mins, texts and 1 gig or data for £36 a month. They did that on a Business plan last year for £90+ only. So i think to compare when you signed up to deals now is probably not the right was of going forward. I'd stick more to the point of it being part of a deal if it was discussed during your upgrade or joining process, and if its not longer being supplied in the with the same terms the miss-selling aspect.

Eva49

rubyriley wrote: »

And even doing a material detriment deal with Orange won't take into account my now expensive mobile deal. Having, with another mobile contract, just left O2 to take up different O2 mobile deal which even O2 themselves would not match, I now know that mobile companies do not always price match. So there's little hope of Orange conceding that their contract is no longer competitive, that somewhere in my £32 per month deal is a sum for broadband.

I agree with montage here:

If when you renewed or entered into your contract 'free BB' was offered as part of the overall deal and you factored that in to the overall costs - as most of us did - that then made it a competitive deal and induced you to enter into the contract.

Gong forward your claim is for a mis-sold contract.

http://www.adviceguide.org.uk/englan...d_internet.htm

It depends what you want a resolution?

Free BB for the remainder of your contract/ or a deal of some sort which leaves you in the same financial position - which of course means transferring your land line to Orange'

Or

Penalty free release from your mobile contract

No two people will want the same outcome and there will be many permutations to consider.

rubyriley

Thank you Eva49 and Fitz2012 for all you help & advice. I have a 3 year old who isn't giving me a moment to think and so need a while to ponder my situation and re-read your messages. But wanted to quickly say thanks!

carolwat

Well I sent a pre-court action letter and having heard nothing I called the exec office who have told me orange are not prepared to release me from my mobile contract and they told me about the special team set up to resolve this. Arghhh if I hear about that special team one more time ill scream. Told them ive already spoken to them and they cannot help with my mobile miss selling and are only there to get me to take their landline.

They then gave me the address for sending a summons to and thats it as far as theyre concerned. No deal, no help.

WillBanyard

I have received my offer. I think it's legally fair, but I think I can get cheaper elsewhere. It includes, compensation for 2 months left of BT line rental saver (£20), 3 months worth of the difference in price between Orange and BT line rental (£12) to take me up to the end of my mobile contract. And an extra £20 for my "trouble". I would have to accept an 18 month term.

This means 18 months line rental + broadband = £200.00

Talktalk = £162.75 for 12 months BUT - £48.48 topcashback = £114.27

Plus the satisfaction of not bending to Orange's will.

Thoughts?

carolwat

I can upgrade in March but my contract doesnt finish until May apparently. I really dont want to stay with orange because looking at whats available for me with a new contract they are more expensive than other providers so it would still cost me more to come to a deal with them. To be honest I dont trust them either and just want to be away from them now.

I dont think the legal team have even set eyes on my pre court action letter, I think the exec office have just decided to say no to me.

How do I get to speak to the legal department when the exec office wont put me through?